RETURNS, EXCHANGES & SHIPPING POLICY

 

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy is intended to exclude, restrict, or modify these statutory rights.

The policies below apply to change-of-mind purchases, colour or style preferences, and other circumstances outside of a genuine product fault.

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Synthetic Wigs

Lace Fronts Australia does not accept change-of-mind returns on synthetic wigs.

Synthetic wigs that are not suitable can be sent back to us, within 7 days of purchasing, for store credit. Any shipping costs associated with the exchange are the responsibility of the buyer. Once the wig is returned to us, we will issue you a store credit in the form of a code to use at checkout online or in store.

You are entitled to one FREE exchange. After this, any fees and shipping costs associated with the order will be deducted from the exchange credit voucher. This includes shipping of the new wig ($10) and a $5 processing fee, $15 total.

If you would like to exchange a synthetic wig, it must be unused and in its original condition. An exchange request must be issued within 3 days of receiving the product.

Cancellation Policy — Synthetic Wigs

Cancellations will be accepted within 24 hours of ordering. Once shipped, your order cannot be cancelled.

Synthetic Shipping Times

All in-stock synthetic wigs are dispatched Monday to Friday, excluding public holidays. Orders placed after 1:00pm AEST on Fridays will be dispatched the following Monday.

Please work with us before purchasing to ensure you are getting exactly what you want.

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Human Hair Wigs

Lace Fronts Australia does not offer change-of-mind refunds on human hair wigs, as each piece is custom made to order. This does not affect your rights under the Australian Consumer Law in the case of a genuine fault — see the section above.

Cancellation Policy — Human Hair

No cancellations will be accepted after seven days of ordering.

Production Timeframe — Human Hair

All online human hair wigs are made to order and require an estimated two to four (2–4) weeks for production. Each unit is crafted in Australia by professional hairdressers and stylists using premium materials and expert techniques.

If your unit is required by a specific date, we recommend ordering with the above timeframe in mind and informing us at the time of ordering. If sufficient time has not been allowed, we cannot guarantee the order will be ready by the required date. Any delays will be communicated clearly and as early as possible.

In-store human hair wig orders may require a different production timeframe — this will be communicated to you at the time of ordering.

Human Hair Shipping

Once production is complete, human hair wigs are shipped via Express Secure Shipping, which includes tracking and a signature upon delivery for added security.

Please be aware that holiday periods, such as Christmas, as well as any sales, may result in additional production time.

In-Stock / Clearance Human Hair

In-stock and clearance human hair wig orders are dispatched Monday to Friday, excluding public holidays. Orders placed after 1:00pm AEST on Fridays will be dispatched the following Monday.

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Customer Support

We understand shopping online can be a daunting experience. Our team is here to ensure you are happy with your purchase.

If you cannot visit us in store on the Gold Coast, we highly recommend booking a free consultation via phone or video call.

If you have any questions at all, please reach out — info@lacefronts.com.au or call/text 0406 305 771.

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Sale Prices

All sale prices are communicated via social media, our website, and email.

Lace Fronts Australia is not obligated to refund the price difference if you miss a sale.

Only one promotion can be used per order — multiple discounts cannot be combined. Please select the discount or promotional code that best fits your needs at the time of ordering.

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Shipping Fulfilment Terms (Australia Only)

Orders placed within Australia are shipped via FREE Express Shipping. Delivery is typically made the next business day; however, in some regional areas it may take up to three (3) business days, depending on local postal services.

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Free Gifts

Lace Fronts Australia offers your choice of a 3 MUK pack, canvas head, or brush and wig grip with human hair orders. Please choose on the product page when ordering your wig.*

*This offer is only valid on our human hair collection and does not apply to our human hair clearance collection.

If your order is eligible for an exchange or store credit under this policy, any free gifts received must be returned with the wig. If they are not returned, their value will be deducted from your store credit or exchange amount.

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Returns and Exchanges Process

A returns inspection will only commence once an exchange request has been issued.

By placing an order with Lace Fronts Australia, you agree to our terms and conditions.

Store credits and exchanges will be processed within 3 business days after the product has been received and approved for return.

Any product returned to us without prior contact will not be investigated, and no exchange or store credit will be provided.

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Faults, Damage & Refunds

If you believe your wig has a genuine fault or has been damaged in production, please contact us within 3 days of receiving the goods so we can investigate. Our team will assess the unit, and where a genuine fault is confirmed, you are entitled to a remedy under the Australian Consumer Law, which may include a repair, replacement, or refund depending on the nature of the issue.

Where no fault or damage can be determined upon inspection, a refund will not be provided outside of your statutory rights described above.

If the returned unit has been altered in any way (for example, trimmed or coloured), an exchange or refund will not be available, as the alteration affects our ability to assess the original condition of the product.

Where a refund is provided for a confirmed fault, transaction and shipping fees may not be included, in line with what is reasonable under the circumstances.

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Alterations on Human Hair Wigs

Wigs found unsuitable in colour or style can be altered by our team at our set pricing by our experienced hairdressing team. Lace Fronts Australia recommends only using professional hair colourists and stylists to alter or colour any of our wigs, as alterations by unqualified individuals may void your ability to claim a remedy for a later fault.

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